| Address: Tanishq, Thangmeiband, Imphal |
Today 25th November, 2020 I had visited Tanishq store located near ABC Godown, Khoyathong, Thangmeiband, Imphal. It was around 2:30-40 PM that I had entered the store. I was there to enquire if a broken gold chain of a relative could be restored/exchanged. The chain had broken into 6 pieces of different sizes. All the pieces were kept inside a Tanishq box from earlier purchase. After going through Covid-19 protocols at the entrance and signing on the register, I approached one lady staff who was free at the time. Upon enquiring and taking out the box (with chain), she asked me to show it and handled it by herself (the outside of the box cover faced towards me) without putting down the items first on the tray for sorting, even as we were communicating verbally about the same. Sensing the items were better put on the tray, I took the box from the staff so as to do the same. As I was checking the items one by one, putting them on the tray. I found out that one small piece of gold was missing. When I pointed out, she asked if I had carried the box inside my pocket to which I replied I just took it out from my bag I left at the store's counter. She asked if I could check inside my bag as lid/cover of box could have opened, to which I told her the company box is sealed tightly and there's no way it would have fallen inside. she also hinted that I could have left the piece at home, to which I replied I had my wife took picture of all pieces separately and together when we put them inside the box. I called my wife, informed her about the issue and she sent me the pictures she took, which I showed to the staff to point out the missing piece. After while, I told her not to feel bad, but to call her Store manager to sort out the issue together as the small item was undoubtedly 'lost' inside their store, , to which she obliged. The manager was briefed about the same, and I asked if we could check CCTV footage recorded for the area we were in and for the specific time period. I had requested the same to ascertain the circumstances leading to the lost of the item, but the manager bluntly said the item that small would be hard to find through CCTV camera and asked the store caretaker/helper to sweep the area. While we were there waiting, after a round of sweeping, the helper found the item on the floor, below the chair/side of the table where the concerned staff was seating. I am glad we found it although I wasted roughly half an hour there trying to resolve the issue. The store may look at the CCTV footage relating to the incident (2:30-3:15PM) to figure out how the item had fallen on the floor, on the side of the staffs' area, or if it was a deliberate attempt by the said staff to hid it and take it afterwards. Whatever the circumstances was, only God will know unless the management takes the issue seriously and look into the matter ( as to how it happened) rather than trying to save each other's faces (of staffs) before the eyes of customers, compromising on customer care all along. With this incident, I returned back having a doubt about the staffs, questioning if other clients/customers had/would come across similar situations.. even trying to doubt if any dubiousness is possibly there with the products I had purchased from Tanishq.
PS: Photo of gold items attached (1. before 2. after placing on tray in store)
Titan Company customer support has been notified about the posted complaint.
